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# ACD Skills Analysis

This report has the following Group By options:

- Skill
- Skill:Year
- Skill:Year:Month
- Skill:Year:Month:Day
- Year:
- Year:Skill
- Year:Month:Skill
- Year:Month:Day:Skill

It includes the following information:

- Offered
- Answered
- Avg. Answer
- Avg. Call Time
- Service Level %
- Calls That Queued
- Abandoned
- Avg. Abandon
- Transferred In
- Transferred Out
- Overflowed Out
- All Agents Busy
- Max. Wait Time
- No Logged On Agents
- Overflowed In
- Longest Queue
- Longest Answer
- Longest Abandon
- Short Calls
- Short Abandons
- Picked Up
- Passed to Non ACD
- Rejected
- Deflected

Example report printout: